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Zendesk, complete solution for customer interactions
What do you like best about the product?
You can use Zendesk to communicate with customers via phone, email and chat. ALL of which can be recorded for easy reference
What do you dislike about the product?
No live chat support option. If I need assistance as a new user utilizing Zendesk, a chat option would provide quick and easy answers.
What problems is the product solving and how is that benefiting you?
Business problems I solve include assisting all clients with their issues and questions when using our services and products.
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Great Support Tool
What do you like best about the product?
Zendesk support is easy to implement on your own. Their knowledge base is super helpful and their support team is quick to respond and resolve your issues or answer your questions.
What do you dislike about the product?
The product has a focus on 'groups' where we would prefer to be able to assign or associate by agent. There is a lot to learn from the admin perspective, but there is a learning curve with any new product - this is where their awesome support comes into play!
What problems is the product solving and how is that benefiting you?
Improving our support workflows and increasing efficiency. We are working on creating our knowledge base and hope to use in in conjunction with one of their auto answer products to help make level 1 support more efficient. We have also implemented ZD Talk which has helped us get all communications documented in a single space.
Recommendations to others considering the product:
It's a great support tool. There is so much you can do with the tool and tons of integrations and add on apps to work with.
It's ok
What do you like best about the product?
It was easy to use and integrated with zoho crm
What do you dislike about the product?
Not much you are able to change. Couldn't customize.
What problems is the product solving and how is that benefiting you?
We used as our ticketing system
Quick Support Solution
What do you like best about the product?
The ticket management is robust. There is some good reporting tools. I like the fact that there is a phone app and that the notifications go to my smart watch. It really keeps me notified. This product really does its job. My first day at this job, I was introduced to zendesk. Prior to that I had no experience using a managed online console to manage helpdesk tickets. I am glad it was introduced to me. I will definitely recommend this product to other companies looking to change their helpdesk ticketing system.
What do you dislike about the product?
I wish there were some more integrations with systems that we have here.There was a slight learning curve on the management console. I wish there was a way to easily search for older tickets, I was having trouble finding the first ticket that we ever solved. I would search for ticket 1 and the search would include all tickets with the number 1 in it, instead of the ticket that I was actually looking for. If there was a way to improve this search system then it would be almost perfect
What problems is the product solving and how is that benefiting you?
All kinds of support issues, including printer problems, account issues, granting access to projects, etc. We also get tickets just notifying us of potential hacking and spam emails that our end users get.
Recommendations to others considering the product:
Try it out. You can't get everything from a review, sometimes a trial is all you need to put you in the right direction.
Does EVERYTHING
What do you like best about the product?
They have a solution for just about everything a customer service team could need.
What do you dislike about the product?
As with all products, there a little things here and there but overall it's great. I wish they would give the Self-Service tools a little more love.
What problems is the product solving and how is that benefiting you?
1. organizing our support tickets is much easier to manage with zendesk
2. providing us a resource to host self-service content is
2. providing us a resource to host self-service content is
Amazing support, on a fantastic product
What do you like best about the product?
Zendesk Chat makes it easy and seamless to chat with your customers. The interface is appealing, and the features are really robust.
What do you dislike about the product?
Sometimes they roll out new features which actually replace or change the way that the platform works. I really like the fact that they have a ton of features, but when it replaces or impedes the workflow it can take a while to get up to speed. This can be a pain point of those having to use the product.
What problems is the product solving and how is that benefiting you?
The ability to interact with customers in a live setting.
Recommendations to others considering the product:
You should definitely try it out. The support team is really friendly and quick to respond if there happens to be any downtime. The platform performs well, and is pretty easy to figure out. It looks fantastic on the backend, and allows you to integrate your companies look into the product.
No reason to use anything else with Zendesk Support.
What do you like best about the product?
Support tickets are automatically created from chats, greatly simplifying the process of escalating a chat conversation to a ticket. This keeps our processes for escalating issues to specialist teams straightforward. Lots of options for triggers and user management. The built in analytics are good, and you can export a lot of data to CSV to do your own analysis. Good API access. We can also see everyone currently using the site, and reach out proactively.
What do you dislike about the product?
I'd like to see more options for controlling the availability of the widget. For instance, temporarily shutting down chat (maybe for an impromptu meeting, or fire drill) requires adjusting the business hours of the department. Also, it's not possible to automatically disable chat (pushing requests to email instead) if the online agents aren't able to keep up with the current demand.
Integration with Zendesk Support isn't all the way there—there's no real distinction between visitors and conversations when it comes to tagging. Macros are not shared. Chats do not match 1-to-1 with tickets, so there can sometimes be problems if a person's second or third chat within a few hours needs to be escalated. (The ticket will be assigned to whoever handled the first chat of the visitor's session.) I expect this to get better in the future, as it's frequently updated with new features.
Integration with Zendesk Support isn't all the way there—there's no real distinction between visitors and conversations when it comes to tagging. Macros are not shared. Chats do not match 1-to-1 with tickets, so there can sometimes be problems if a person's second or third chat within a few hours needs to be escalated. (The ticket will be assigned to whoever handled the first chat of the visitor's session.) I expect this to get better in the future, as it's frequently updated with new features.
What problems is the product solving and how is that benefiting you?
We have Zendesk Chat on every page of our product, so support is always a click away. We handle hundreds of conversations through Zendesk Chat each day. We use the reporting features for planning schedules, new hires, and better self-service resources.
Recommendations to others considering the product:
If you're using Zendesk Support, I definitely recommend adding Chat.
Happily used by a small start-up
What do you like best about the product?
I like how easy it is to connect my tickets to corresponding JIRA issues via an integration from the app marketplace. Merging tickets is also done very well (compared to competing products) and automation makes our lives a lot easier. We have macros set up to mark tickets as spam, hand them off to another team, etc. I have more time to think about my responses and manage our inbound flow.
What do you dislike about the product?
Zendesk's Help Center product was not an original Zendesk product, but gained in an acquisition. You can easily tell this - it seems like a totally different product, and it can be difficult to jump between your tickets and the Help Center. Customizing your help center and support website requires a front end developer - the base product they give you is very bare bones and not intuitive for a customer to navigate.
What problems is the product solving and how is that benefiting you?
We are a small startup that only offers e-mail support. Right now we have four support agents, and over 400 active users (some of those users have 100's of thousands of customers themselves) so we are pretty busy. We needed a support solution that would get out of our own way so that we could focus on tickets and not worry about having e-mails come in incorrectly, get lost, require a lot of manual reporting, etc. Zendesk makes it easy to see how well all of our agents are doing by providing comprehensive reports through their "Insights" tool. We've noticed a large increase in the number of tickets solved and a decrease in response time.
Recommendations to others considering the product:
If your primary need is to answer customer support tickets, then Zendesk is a great choice. If you are looking for a robust Help Center, phone bank, or CRM solution for your support team, that's not going to be Zendesk's strength.
Zendesk
What do you like best about the product?
I love the full integration of Zendesk. The ability to have many different applications in one single platform
What do you dislike about the product?
I don't like how new the program is. Oftentimes we had issues with applications because they were simply new
What problems is the product solving and how is that benefiting you?
Customer service was huge for us. We loved having a single place to communicate with our clients.
Very easy to use and get metrics
What do you like best about the product?
I like that we place internal comments and it is integrated with other platforms
What do you dislike about the product?
I really love it! I just wishef it had more data metrics like Salesforce
What problems is the product solving and how is that benefiting you?
It's easy to use it as a team and very straight forward to teach it.
Recommendations to others considering the product:
Add more metric features, my company is thinking to switch to SalesForce because they provide more data metrics. Please add more advance features. I don't want to lose Zendesk!
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